AccountId: 011433970860
ContactId: 30596b97-98d0-4f78-af69-228e19250740
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 59759 ms
Total Talk Time (AGENT): 30926 ms
Total Talk Time (CUSTOMER): 28170 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/30596b97-98d0-4f78-af69-228e19250740_20250320T15:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I was calling to verify eligibility on a patient.
[AGENT][NEUTRAL] I can verify eligibility. May I have your name and a policy number?
[CUSTOMER][NEUTRAL] Sure, [PII], my name's [PII] and the ID number is 022-03891.
[AGENT][POSITIVE] Thank you. [PII], may I have a good callback number for you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. One moment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, it looks like this plan termed 7-12024 and there is no active policy on file.
[CUSTOMER][POSITIVE] 24. OK, alright, perfect, thank you so much.
[AGENT][POSITIVE] [PII], you're so welcome, and thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] Yes, yes ma'am, you too bye bye.
[AGENT][NEUTRAL] Bye-bye.